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TDS Telecommunications LLC · 13 hours ago

Senior-CCO Support

United States

Full-time

Remote

Mid, Senior Level

$21.36/hr - $32.04/hr

1+ years exp

TDS Telecommunications LLC is dedicated to connecting people through cutting-edge fiber internet technology. The Senior-CCO Support role involves assisting frontline teams with customer escalations, providing guidance, and troubleshooting issues while ensuring high-quality support and service.

Telecommunications

Responsibilities

Assists current employees with product, order and technical issues and as first point of contact for questions. Seniors offer ideas/solutions and coaches to solve customer issues. Explains process and procedures

Handles first level escalations, special needs customers, pass high level escalations on to next level support or Supervisor, as necessary. Follow escalations through to resolution and provide final follow-up to customer. Gathers information and work with Regulatory on all PSC Complaint responses

Supplements formal HR training with initial and continuous on-the-job training to agents

Monitors internal problem orders/customers by working with other departments within the company to follow up and ensure progress is being made to resolve issues

Identifies and reports to Supervisors any emerging trends or gaps in training, communication, and team needs. Identify key process changes and implement solutions

Monitors and replies to social media and customer email boxes

Qualification

Inbound Call Center experienceCRM experienceEscalation handlingTelecommunication industry knowledgeSales skillsInterpersonal communicationProblem solvingCustomer focused

Required

1+ year of experience in Inbound Call Center environment, including Sales, Service, Retention, or Financial Services

6+ months of experience in a CRM

6+ months of experience in handling escalated situations

Must follow the TDS attendance guidelines in order to meet TDS's business needs including but not limited to our obligations to our customers and to our customers' needs

Ability to travel as business needs dictate

Preferred

Experience working with escalated customer issues and problem resolution

Understanding of the telecommunication and/or cable industry

Understanding of telecommunication and/or cable products and services

Excellent interpersonal communication skills (i.e., verbal, written, listening)

High-level sales skills support

Problem solving skills (i.e. customer complaints, business office issues)

Customer focused problem-solving skills

Ability to work 1st/2nd Shift hours

Ability to work overtime, per needs of the business

Benefits

Medical Coverage

Dental Coverage

Vision Coverage

Life Insurance

401(k) Plan

Generous Vacation & Paid Sick Leave

Seven Paid National Holidays & One Floating Holiday

Paid Parental Leave (6 weeks after 12 months of employment)

Adoption & Surrogacy Assistance

Employee Assistance & Wellness Programs

Short-Term & Long-Term Disability

TDS Service Discounts

Education Assistance

Paid Volunteer Time

Company

TDS Telecommunications LLC

Glassdoor3.5

TDS Telecommunications LLC (TDS Telecom/TDS®) delivers high-speed internet, TV entertainment, and phone services to a mix of small to mid-sized urban, suburban and rural communities throughout the U.S.

Founded in 1969

Madison, WI, US

1001-5000 employees